NICE Ltd. is hiring a Lead Customer Experience Manager, CX to ensure the structured and timely delivery of major corporate initiatives. You will interface with multiple departments, translate business requirements into technical specifications, and track project metrics to keep teams aligned with senior management's goals.
What You'll Do
- Support, develop, and organize delivery elements via requirement documentation, process flows, user stories, and resource identification for small and medium IT projects.
- Create cost/benefit analyses for corporate projects and provide methods for management to assess financial impact.
- Create customer journey maps that identify customer touchpoints before, during, and after interactions.
- Work with business units to define and document project scope, requirements, timelines, and expectations.
- Identify project priority conflicts and report any issues affecting overall project delivery.
- Create as-is process maps and identify opportunities for process improvement.
- Drive process automation and simplification projects.
- Determine reasonable performance metrics, service levels, and operating levels.
- Act as a business analyst to identify key functional elements and requirements, and develop processes for reporting results to management.
- Serve as a key interface point for business stakeholders, project submitters, and the development team to identify, discuss, and resolve system delivery issues.
- Communicate project status to stakeholders and executives.
- Create Visio and network diagrams.
What We're Looking For
- A Bachelor's or Master's degree in Business Management, Information Systems, a similar field, or equivalent work experience.
- 3+ years of experience in business analysis and/or project management.
- 1+ years in Customer Experiential Design.
- Excellent customer service and interpersonal skills.
- Experience using MS Project and Visio.
- Data analysis and interpretation skills.
- Excellent problem-solving and strategic foresight.
- Proven ability to meet deadlines and manage multiple projects simultaneously.
- Effective communication skills and the ability to translate technical information for non-technical audiences.
Technical Stack
- MS Project
- Visio
Team & Environment
You will work closely with Senior Business Analysts, Project Managers, and Senior Management.
Work Mode
This is a fully remote position open to candidates located in the USA.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
